Systems Thinking
Connecting credit card fee structures, cross-team ownership, and ADA compliance.
Problem
Mobile ticketing carried a hidden cost structure in credit card transaction fees that wasn't well understood. Separately, the core bus and rail operations system depended on four groups — IT, Operations, Payroll, and the vendor — pulling together, and accessibility considerations risked being treated as an afterthought in software rollouts.
Role
Connected the dots across finance, cross-team operations, and accessibility where other efforts were treating each in isolation.
Action
Analyzed the relationship between item cost and the effective rate of credit card fees, finding that the lower the item cost, the higher the relative fee impact — and used that insight to inform pricing policy. Maintained a holistic view across IT, Operations, Payroll, and the vendor to keep the core scheduling system healthy and every party pulling its weight. Built ADA compliance into software implementations as a core requirement rather than a bolt-on.
Outcome
A more financially sound mobile ticketing policy, a core operations system supported by all the right stakeholders, and technology that's accessible and inclusive by design.